Seel Delivery Guarantee is a customer protection against loss, damage or theft during delivery of your order. Additionally, Delivery Guarantee includes carbon offsets for the emissions resulting from your order’s delivery and transit. Delivery Guarantee is a 3rd party service, offered and administered by ShopSimon™ partner, Seel.
What does Seel Delivery Guarantee cover?
Seel Delivery Guarantee covers package loss, damage, and theft that meet the following criteria.
- Loss: Domestic packages not delivered before the 30th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 60th day following order fulfillment are considered lost. The compensation for lost packages is the value paid for the purchased item(s).
- Theft: Packages marked “delivered” yet not received are considered a “theft”, though this may be due to some mishaps that are not criminal in nature. To qualify as a case of theft, supporting documents, such as a police report, may be required. (See “What Supporting Docs are Required for a Claim of Theft?”) The compensation for a verified case of theft is the value paid for the purchased item(s)..
- Damage: Shipping Protection covers item damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. The compensation for damaged items is up to the value paid for the purchased item(s).
Seel Delivery Guarantee also includes carbon-neutral shipment within the recipient’s country.
Note: Total compensation for one Shipping Protection cover is up to the value actually paid for the item(s).
How does Seel Delivery Guarantee resolve the shipping issues of my order?
The customer experience of Seel Delivery Guarantee is as follows:
- Add Seel Delivery Guarantee at checkout for a modest fee to protect the order against loss, damage, and theft.
- If your order is eligible for Seel Delivery Guarantee, you’ll be receiving a confirmation email from Comment Sold with all the coverage details, as well as instructions on how to report your package issue.
- If your protected package suffers loss, theft, or damage, you can report the issue via the Seel Resolution Center (resolve.seel.com).
- Seel will assess the issue to determine if the reported order issue qualifies for a payout.
- If the reported issue does qualify, a refund will be automatically sent to you.
To qualify for the payout, you need to follow the issue reporting requirements:
- Issues of loss, where the package is not delivered as per the carrier's information, must not be reported sooner than 30 days after the order fulfillment date for domestic shipments and 60 days for international shipments.
- Issues of damage and theft, where the package is shown "delivered", must be reported within 7 days from the time the carrier's information is updated to "delivered".
- All issues must be reported within 90 days of the order date.
What products are excluded from Seel Delivery Guarantee?
Seel Delivery Guarantee does not cover the following categories of items:
- Automobiles and motorcycles
- Jewelry (valued in excess of $1,500)
- Boats and yachts
- Live animals
- Cash
- Lumber
- Ceramic, marble or granite tiles, slab blocks, countertops, or statues
- Negotiable papers
- Cigarettes and other tobacco products
- Perishable commodities
- Raw cotton
- Pharmaceutical drugs
- Fine arts (valued in excess of $10,000 per piece)
- Precious stones and metals
- Flowers
- Scrap metal, steel metal and steel metal products; automotive engines; general used automotive merchandise made of metal
- Glass windows, plate glass, and similar goods
- Securities
When and how will I receive my payout?
To receive a payout for your package issues, you should first report your issue in the Seel Resolution Center. Seel will review the request and send you the payout in virtual credit card through email if your request is eligible.